General provisions
This complaint procedure regulates the procedure for submitting complaints about goods purchased in the online store www.sexshopeu.eu and is an integral part of the Terms and Conditions .
Seller and operator of the online store www.sexshopeu.eu:
- Ing. Michal Banom
- Brezová 741/40, 071 01 Michalovce, Slovak Republic
- VAT ID: SK1038517370
- Phone: +421 940 504 100 (Mon–Fri 9:00–17:00)
- Email: info@sexshopeu.eu
Warranty period
All goods sold are subject to a statutory warranty period of 24 months , which begins on the day the goods are taken over by the buyer. The warranty does not apply to defects caused by normal wear and tear, improper use contrary to the instructions, mechanical damage or improper maintenance (e.g. unsuitable cleaning agents for erotic devices).
Procedure for filing a complaint
Step 1 — contact us
Please notify us of your complaint by e-mail at info@sexshopeu.eu or by phone at +421 940 504 100. Please provide the order number, description of the defect and attach photos if possible.
Step 2 — sending the goods
Please send the claimed goods (not cash on delivery) together with a copy of the proof of purchase to the following address: Ing. Michal Banom, Brezová 741/40, 071 01 Michalovce, Slovak Republic . For hygiene reasons, the goods must be thoroughly cleaned before being sent for a claim.
Step 3 — equipment
We will issue a confirmation of receipt of the complaint. We will handle the complaint without undue delay, but no later than 30 days from the date of its submission. After this period, the buyer has the right to withdraw from the contract or request an exchange of goods.
How to handle a complaint
- In case of a removable defect — free repair or replacement of the goods or their components.
- In the event of an irreparable defect preventing proper use - replacement of goods or refund of the purchase price.
- In case of repeated defects (3x or more) or a larger number of defects - replacement of goods or refund of the purchase price.
- In the event of a justified complaint, we will also refund the reasonable costs incurred in making it (postage).
Hygiene and intimate goods — important warning
The complaint applies exclusively to manufacturing defects , not to the hygienic condition of the goods. We would also like to remind you that when withdrawing from the contract within 14 days, it is not possible to return intimate goods (erotic aids, underwear, cosmetics, lubricating gels) for hygienic reasons, the protective packaging of which was broken after delivery (Section 7, paragraph 6 of Act No. 102/2014 Coll.). The right to complain about a manufacturing defect is of course not affected by this.
Alternative dispute resolution
If you are not satisfied with the handling of your complaint, you can contact the Slovak Trade Inspection or use the online dispute resolution platform: ec.europa.eu/consumers/odr . Details in the Terms and Conditions .